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Sharing Knowledge Through Processes

How do you share information that you've obtained only through process execution and on-the-job experience? How do you document this and put this into measurable processes? Click through to learn more about Sharing Knowledge Through Processes!

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Transcript of Sharing Knowledge Through Processes

Sharing Knowledge Through ProcessesQuestions?What is Knowledge Management?"Knowledge Management is the discipline of enabling individuals, teams, and entire organizations to collectively and systematically create, share, and apply knowledge, to better achieve their objectives"

- Ron Young, CEO/CKO at Knowledge Associates InternationalTwo Types of KnowledgeExplicitTacitThis is the hard information we store in databases. It is the information of machines.This is the soft information that we store in our heads. It is the information of people.PMC Solutions, Inc.Established 1992SBA Registered Woman Owned Small Business (WOSB / EDWOSB)8(a) GraduateProcess and Project Management Support ServicesinProcess SoftwareAccomplishmentsRegional Malcolm Baldrige AwardsISO 9001:2000 Registered (2004)DHS IT Certified and Accredited508 Compliant with v4.0 - Government Certified FIPSTwo NM Zia Quality Award Winning ClientsSeven NM Roadrunner Quality Award Winning ClientsFive NM Pinon Quality Award Winning ClientsMicrosoft Certified PartnerNew Mexico Technology Flying 40 Honorable MentionBenefits of Knowledge SharingReduced Process Execution TimeIncreased Customer Resolution AccuracyReduction in Training CostsGap SpottingLessons Learned Become GuidelinesLegacy Knowledge RetainedULTIMATELY SAVE TIME AND MONEYPMCS Client Make-UpCommercial ClientsGovernment ContractsWhy It's ImportantWe generate vast amounts of raw data everyday, but how do we store it?Succession Planning: How will retiring employees share their knowledge with the incoming workforce?Create Value: Transform intellectual capital into organizational value.Explicit vs. Tacit"I know that's what the manual says, but this is how we actually do it."Capturing Tacit KnowledgeHow This Gap Affects Your ProcessesCommunicating Tacit KnowledgeImplementing Tacit KnowledgeProcesses Reliant on AvailabilityInhibits Continuous Process ImprovementTacit knowledge can only be captured when it is foundInformation is "Siloed"1. Interview the Experts2. Job Shadowing3. Channel Informal Discussions Into A Collaborative Workspace"Most Activities or tasks are not one-time events. Whether its drilling a well or conducting a transaction at a service station, we do the same things repeatedly. Our philosophy is fairly simple: every time we do something again, we should do it better than the last time"

- Sir John Steely Browne, BP, Harvard Business ReviewNonaka’s Model of Knowledge Creation and TransformationGenerate an Environment Conducive to Knowledge SharingCASE STUDY - Bernalillo CountyPMCS has provided process analysis services to Bernalillo County for the past 3 years. Recently, PMCS was tasked with supporting an internal BERNCO Lean Six Sigma effort, aimed at identifying the complexity and costs associated with the employee timecard /timesheet process, performed by Timekeepers, to ultimately run the bi-weekly payroll. The projects main goal was to create a baseline measurement of the process, via detailed process mapping and documenting of the Timekeeping key process and sub-processes, in order to establish viable improvement options for the future.MAIN ISSUES1. Mostly Paper Process2. Process Roadblocks3. Cross-Departmental Communication4. Costly ProcessSOLUTION1. Identify IT Requirements2. Walk-the-Process3. Upstream Activities & Downstream Activities4. Knowledge Sharing EnvironmentSummarySave Time and Money Through Knowledge SharingDon't Re-Invent the ProcessReduce Financial Impact of Process ErrorsSpike the "Job Learning Curve"A Call To Action...Review and Update Standard Operating Procedures Are They Outdated? Do They Still Meet Your Needs?Talk To Someone! Share Process Information With Someone In Your Department Talk To Someone In A Cross-Departmental Process